A Field Service Representative (FSR) is essential in providing on-site technical support, maintenance, and customer service. This role is critical in industries such as healthcare, telecommunications, and manufacturing, where equipment, systems, or services require hands-on support. With businesses relying on highly specialized services and equipment, the need for skilled Field Service Representatives has grown, ensuring customer satisfaction and operational efficiency.

What is a Field Service Representative?

A Field Service Representative is responsible for traveling to customer locations to deliver technical support, repair services, installation, and maintenance for equipment or systems. They interact directly with clients to understand their needs, troubleshoot issues, and ensure the smooth operation of products or services. FSRs play a key role in maintaining customer relationships, ensuring satisfaction, and representing the company on-site.

Field Service Representative Responsibilities Include

  • Traveling to customer sites to provide on-site support, maintenance, and repairs for equipment or systems.
  • Installing and setting up new equipment, systems, or services for customers.
  • Troubleshooting technical issues, diagnosing problems, and implementing solutions.
  • Conducting routine inspections and preventive maintenance on equipment.
  • Ensuring all repairs or installations meet industry standards and company specifications.
  • Documenting all service activities, including maintenance reports, troubleshooting logs, and customer feedback.
  • Educating customers on the proper use and maintenance of equipment.
  • Managing service calls efficiently to minimize downtime and ensure customer satisfaction.
  • Maintaining inventory of parts, tools, and equipment necessary for field operations.
  • Collaborating with internal teams to address complex technical issues or escalate problems as needed.

Job Title: Field Service Representative

Job Introduction

We are seeking a skilled Field Service Representative to join our team. As an FSR, you will be responsible for providing on-site support, maintenance, and installation of equipment at customer locations. The ideal candidate will have a strong technical background, excellent customer service skills, and the ability to troubleshoot and resolve issues efficiently.

Responsibilities:

  • Provide on-site installation, maintenance, and repair services for customer equipment or systems.
  • Diagnose and resolve technical issues on-site, ensuring minimal disruption to customer operations.
  • Perform regular inspections and preventive maintenance on equipment.
  • Ensure all service activities are completed within specified timelines and meet company standards.
  • Educate customers on proper equipment usage and maintenance to ensure optimal performance.
  • Keep accurate records of service calls, maintenance logs, and customer interactions.
  • Manage service inventory, ensuring all necessary parts and tools are available for field operations.
  • Collaborate with internal teams to resolve complex issues or escalate service requests as needed.
  • Monitor customer satisfaction, address concerns, and ensure a positive service experience.
  • Provide feedback to the company on product performance and customer needs.

Requirements:

  • High school diploma or equivalent (required).
  • Technical certifications or associate degree in a related field (preferred).
  • Proven experience as a Field Service Representative or in a similar technical support role.
  • Strong troubleshooting skills and the ability to diagnose and repair equipment.
  • Familiarity with various types of equipment or systems relevant to the industry (e.g., medical devices, telecommunications, manufacturing equipment).
  • Excellent communication and customer service skills.
  • Ability to work independently, manage time effectively, and meet deadlines.
  • A valid driver’s license and willingness to travel to customer locations (if applicable).

Conclusion

Writing a well-defined job description for a Field Service Representative helps attract qualified candidates who can deliver the technical support and customer service your company needs. With Cleveri’s AI-driven Candidate Screening and Video Interviewing Platform, you can streamline your recruitment process. Our platform helps you identify top candidates quickly, ensuring you find the best talent for your field service team.